Setting up Intelligent Queue 451
To create a message plan
1. Click Manage=>Actions=>Message.
The Create Message Plan tab opens.
2. Click New.
3. Under Plan Name, type a unique plan name.
4. After Select a folder, select the language of the message you want to create.
5. After Pre-recorded phrase, select a pre-recorded phrase and click Insert.
6. If you want to create a dynamic message that displays queue statistics:
• After Contact Center Management Queue/Path, select a path.
• Click Refresh queue at anytime to refresh the field.
• After Queue Condition, select a queue statistic.
• Click Insert.
NOTE: If you are using French or Spanish phrases, after Gender of the noun, select the gender of
the noun that Queue Condition quantifies. For example, in the French phrase “La temps d’attende
est estime a une minute” (The estimated wait time is one minute), select the gender of minute to
ensure the number, in this case une, uses the correct gender.
7. To move a message up or down in the Message List, select the message and click the up or down
arrow.
NOTE: The phrases are played in the order you list them. The Play value represents the static part of
the message, for example, "The longest call waiting is ...". The Say value represents the dynamic part
of the message (the value of the statistic) retrieved from the Remote Server (as long the Contact
Center Management server is running and configured).
8. To delete a message string, in the Message list box, click the string and click the X icon.
9. Click Save to save the message plan.
10. Click New to clear the fields and create another message plan.
To manage messages
1. From the Manage=>Actions=>Message window, click the Manage Files tab.
2. Select a language folder from the drop-down list box.
NOTE: With Intelligent Queue, you can create language folders. If you accepted the default settings
during installation, the default path will be Program Files\Mitel Networks\Intelligent Queue\Voice\US
English. You can create a new directory on the Intelligent Queue server, such as Program Files\Mitel
Networks\Intelligent Queue\Voice\Latin. If you are also playing dynamic messages, you will need to
add system files (1.wav, 2.wav, ...), such as Program Files\Mitel Networks\Intelligent
Queue\Voice\Latin\System.
3. Click a .wav file to select it, and then click Rename to enter a new name for the message on the
server, or click Delete to remove messages from the language directory.
4. Click Save.
To upload files
1. From the Manage=>Actions=>Message window, click the Upload Files tab.
2. Select the appropriate language folder from the drop-down list box.
US English is selected by default.
3. Click Browse to navigate to the directory containing messages that have been created.
4. Click a .wav file to select it and click Add to add the selected file to the Upload File List.
NOTE: Intelligent Queue requires .wav files to be in a specific format.
See “Recording voice prompts” on page478 for more information.
5. Click Remove to remove any file from the Upload File List. Click Remove all to remove all files from
the Upload File List.
6. Click Upload.
NOTE: You can upload one message file at a time. You can, however, copy multiple messages files
directly into the appropriate language directory.